Member Services Rep

JOB SUMMARY:

The Membership Service Specialist plays a key role in delivering exceptional service to AOPA members. This front-line position ensures members receive timely, accurate, and friendly support across a range of inquiries, from membership benefits and renewals to aviation resources and service navigation. This role is ideal for someone with strong communication skills, attention to detail, and a passion for excellent customer service and member engagement. 

ESSENTIAL FUNCTIONS:  

Customer Service (90%): Respond to inbound calls, emails, and chats, ensuring an outstanding customer experience. Assist with membership inquiries, renewals, upgrades, cancellations, membership benefits, and account updates. Educate and guide members through AOPA’s full suite of benefits, including advocacy, insurance services, pilot resources, events, and more. Support members in accessing tools such as online resources, training programs, and member discounts. Accurately enter and update member data in CRM systems (e.g., Salesforce). Represent AOPA values with professionalism, empathy, and a deep understanding of the general aviation community.  

Event/Airshow Support (5%): Represent AOPA as a Member Services Specialist at events around the country.  

Escalation Management: (5%) Handle complex and/or high-profile member concerns with empathy, professionalism, and timely resolution.  

Compliance and Policy Enforcement: 

Maintain knowledge of organizational policies and employment regulations, ensuring team compliance. 

Uphold confidentiality and accuracy in all personnel records and actions.  

**Although this job description aims to capture the majority of the position duties, other duties may be assigned based on business and departmental needs.  

REQUIRED JOB QUALIFICATIONS:  

Excellent written and verbal communication skills 

Strong data entry skills (speed and accuracy) 

Ability to project a positive attitude in all interpersonal communications 

Proficient in MS Office 

High School diploma  

Good organizational skills for fast paced environment 

Problem solving skills to assure member satisfaction in all forms of communication 

Multi-tasking skills  

PREFERRED JOB QUALIFICATIONS:  

Experience with Salesforce, Five9 telephony system, and Zendesk. 

Some project experience (management, participation)   

WORKING CONDITIONS:  

This position works in an office setting. 

Typical working hours are 8:30 am – 5 pm, Monday through Friday, with a one-hour lunch break. 

Generally, a climate-controlled environment with occasional exposure to outdoor weather conditions when attending aviation related events, including exposure to higher altitudes and confined spaces if in a general aviation aircraft. 

This position requires some travel, up to 10% of the time, to various general aviation or industry-related events. Travel is by aircraft (general aviation and commercial) and by road or public transit.   

PHYSICAL DEMANDS:  

The physical demands of this position are typical of a standard office environment. While performing the duties of this job, the employee will regularly be required to: 

Sit for extended periods while working at a computer or attending meetings. 

Use hands and fingers to operate a computer keyboard, mouse, and other office equipment. 

Communicate effectively via email, phone, and in-person, which requires clear speech, hearing, and vision. 

Occasionally lift or move items weighing up to 15 pounds, such as boxes of materials or equipment. 

Occasionally stand, walk, and reach with hands and arms during the course of normal office activities. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.  

ADDITIONAL INFORMATION:  
 
This position is located at AOPA’s Frederick, MD, office.    

The hourly range for this position is: $20.00 - 23.00 depending on education and experience.  

BENEFIT INFORMATION:  

Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program (so you can keep flying and remain proficient)  

Medical, Dental, and Vision insurance is available for employees and their dependents the 1st of the month following their start date  

Flexible Spending Plans  

Health Savings Plan with employer contribution (for eligible participants)  

401(k) Retirement Plan with a company match, and annual discretionary supplemental employer contribution  

Company paid Short and Long-term Disability Insurance  

Company paid Life Insurance and AD&D insurance with the option to buy up   

Paid Time Off (PTO): 17 days accrued during first year (accruals increase based on tenure)  

Paid Holidays: 12 holidays  

Personal days: 3 (prorated based on hire date)  

Volunteer day: 1 (prorated based on hire date)   

Work From Home Fridays  

Paid Parental Leave   

AOPA Membership  

Employee Assistance Program  

Wellness Program (earn medical insurance premium discounts)  

Gym Reimbursement Program  

Supplemental insurance options (critical illness, accident, hospital indemnity)  

Tuition Reimbursement Program   

Discount on AOPA swag  

Business casual dress code  

Free coffee, tea, hot cocoa